Softkey Template for Connected but new call Ring In

[Leah Sittig]

     Problem:  On the phone (connected) and receive another incoming call to your directory number the only softkey option is Answer or there is a more key with a Do Not Disturb.  Would like to have a call state of Connected and Ringing In so that we can put call on Hold, Divert the incoming call or Transfer.

     We have several assistants that would like this feature.

[Jaime Valencia]

Please post in the right section, i don't think this has anything to do with video over IP.
And you cannot put a call on hold or transfer it, before you actually answer the call.

Sent from Cisco Technical Support iPad App

[Rob Huffman]

Hi Leah,

Can you please provide the call control system, CUCM, CME other?

And IP phone models

Cheers!

Rob

"What you don't have you don't need it now" 

- U2

[Leah Sittig]

In CUCM 8.6, on 7965 sets

An assistant/call coverage user is on a call and another call rings into the same line.  The phone rings and the softkey template has Answer showing but the assistant would like to transfer the 1st caller to another person but since the phone is receiving a new call  she can only wait until it forward to voice mail or to another person in the call coverage.

I tried to find a softkey template but didin't find a template with "Connected and Ringing" to update.

Thank you for any help you can give me.

[Rob Huffman · Accepted solution]

Hi Leah,

Have you tried playing with the Setting(s) "Auto Line Select" and "Auto Call Select" on the Device config

page for these users? If these Settings are set to true the Call Focus on the display will always shift to the new incoming call.

Cheers!

Rob

"What you don't have you don't need it now"

- U2